Integrated telephony network combining a packet data network and a dedicated—connection network

ABSTRACT

An integrated telephony network includes both a connection-oriented switched telephony (COST) network and a data network telephony (DNT) network, the two networks connected by a dual-ported interactive voice response (IVR) server, the ports adapted to communicate with callers from each network, and a dual-ported translating bridge unit adapted to bi-directionally translate between the data protocols of the connected networks. Each network has at least one service control point (SCP) connected to the IVR, and calls received in either network are routed by connecting callers to the IVR for eliciting information from the caller, and then further routing either in the receiving network or over the translating bridge unit into and through the opposite network according to the information elicited from the caller. An SCP in the DNT network is implemented by connecting a computer-telephony integration (CTD) server to at least one IP router in the DNT. The DNT network may be the Internet and the COST network can be any publicly-switched telephone network.

CROSS-REFERENCE TO RELATED DOCUMENTS

The present invention is a continuation in part of case P3208application Ser. No. 08/947,043 entitled Uniform Control of MixedPlatforms in Telephony, filed on Oct. 8, 1997, now U.S. Pat. No.6,181,788 which is incorporated herein in it's entirety by reference.The present invention is also a continuation in part of case P3260, Ser.No. 08/948,554, entitled “Uniform Control of Mixed Platforms in IPNTTelephony”, filed Oct. 10, 1997, issued as U.S. Pat. No. 5,970,065 andis also incorporated in its entirety by reference.

FIELD OF THE INVENTION

The present invention is in the art of telecommunications includingdata-network-telephony (DNT) which encompassesInternet-protocol-network-telephony (IPNT), and pertains moreparticularly to methods and apparatus for providing an integratedtelephony network across network boundaries between adedicated-connection network and a packet data network.

BACKGROUND OF THE INVENTION

In the field of telephony communication, there have been manyimprovements in technology over the years that have contributed to moreefficient use of telephone communication within hosted call-centerenvironments. Most of these improvements involve integrating thetelephones and switching systems in such call centers with computerhardware and software adapted for, among other things, better routing oftelephone calls, faster delivery of telephone calls and associatedinformation, and improved service with regards to client satisfaction.Such computer-enhanced telephony is known in the art ascomputer-telephony integration (CTI).

Generally speaking, CTI implementations of various design and purposeare implemented both within individual call-centers and, in some cases,at the telephone network level. For example, processors running CTIsoftware applications may be linked to telephone switches, servicecontrol points (SCP), and network entry points within a public orprivate telephone network. At the call-center level, CTI-enhancedprocessors, data servers, transaction servers, and the like, are linkedto telephone switches and, in some cases, to similar CTI hardware at thenetwork level, often by a dedicated digital link. CTI and other hardwarewithin a call-center is commonly referred to as customer premisesequipment (CPE). It is the CTI processor and application software issuch centers that provides computer enhancement to a call center.

In a CTI-enhanced call center, telephones at agent stations areconnected to a central telephony switching apparatus, such as anautomatic call distributor (ACD) switch or a private branch exchange(PBX). The agent stations may also be equipped with computer terminalssuch as personal computer/video display unit's (PC/VDU's) so that agentsmanning such stations may have access to stored data as well as beinglinked to incoming callers by telephone equipment. Such stations may beinterconnected through the PCIVDUs by a local area network (LAN). One ormore data or transaction servers may also be connected to the LAN thatinterconnects agent stations. The LAN is, in turn, connected to the CTIprocessor, which is connected to the call switching apparatus of thecall center.

When a call arrives at a call center, whether or not the call has beenpre-processed at an SCP, typically at least the telephone number of thecalling line is made available to the receiving switch at the callcenter by the network provider. This service is available by mostnetworks as caller-ID information in one of several formats such asDialed Number Identification Service (DNIS). If the call center iscomputer-enhanced (CTI) the phone number of the calling party may beused as a cross-reference key to access additional information from acustomer information system (CIS) database at a server on the networkthat connects the agent workstations. In this manner informationpertinent to a call may be provided to an agent, often as a screen pop,and in some cases prior to a call being connected to the agent.

Proprietorship of CTI equipment both at individual call-centers andwithin a telephone network can vary widely. For example, a phone companymay provide and lease CTI equipment to a service organization hosting anumber of call-centers. A telecommunications company may provide andlease CTI equipment and capability to an organization hosting callcenters. In many cases, a service organization (call center host) mayobtain and implement it's own CTI capability and so on.

In recent years, advances in computer technology, telephony equipment,and infrastructure have provided many opportunities for improvingtelephone service in publicly-switched and private telephone intelligentnetworks. Similarly, development of a separate information and packetdata network known as the Internet, together with advances in computerhardware and software have led to a new multi-media telephone systemknown in the art by several names. In this new systemology, telephonecalls are simulated by multi-media computer equipment, and data, such asaudio data, is transmitted over data networks as data packets. In thisapplication the broad term used to describe such computer-simulatedtelephony is Data Network Telephony (DNT).

For purposes of nomenclature and definition, the inventors wish todistinguish clearly between what might be called conventional telephony,which is the telephone service enjoyed by nearly all citizens throughlocal telephone companies and several long-distance telephone networkproviders, and what has been described herein as computer-simulatedtelephony or data-network telephony. The conventional system is familiarto nearly all, and is often referred to in the art as Plain OldTelephony Service (POTS). In the POTS system calls are connectionoriented lending to the preferred terminology,connection-orientated-switched-telephony or COST. The COST designationwill be used extensively herein when describing typical connectionorientated networks or calls.

The computer-simulated, or DNT systems, are familiar to those who useand understand computer systems. Perhaps the best example of DNT istelephone service provided over the Internet, which will be referred toherein as Internet Protocol Network Telephony (IPNT), by far the mostextensive, but still a subset of DNT. DNT is a term used to describebasically any type of packet switched network whether public or private.Examples of DNT networks include the public Internet, Intranets, privatecompany owned wide area networks (WANs), and so on. These DNT networksmay operate using several differing or combined protocol, but generallyare supportive of DNT.

Both systems use signals transmitted over network links. In fact,connection to data networks for DNT such as IPNT is typicallyaccomplished over local telephone lines, used to reach such as anInternet Service Provider (ISP). The definitive difference is that COSTtelephony may be considered to be connection-oriented as previouslydescribed. In the COST system, calls are placed and connected by aspecific dedicated path, and the connection path is maintained over thetime of the call. Bandwidth is thus assured. Other calls and data do notshare a connected channel path in a COST system. A DNT system, on theother hand, is not connection oriented or dedicated in terms ofbandwidth. That is, data, including audio data, is prepared, sent, andreceived as data packets. The data packets share network links, and maytravel by varied and variable paths.

Under ideal operating circumstances a DNT network, such as the Internet,has all of the audio quality of conventional public and privateintelligent telephone-networks, and many advantages accruing from theaspect of direct computer-to-computer linking. However, DNT applicationsmust share the bandwidth available on the network in which they aretraveling. As a result, real-time voice communication may at timessuffer dropout and delay (latency). This is at least partially due topacket loss experienced during periods of less-than-needed bandwidthwhich may prevail under certain conditions such as congestion duringpeak periods of use, and so on.

Recent improvements to available technologies associated with thetransmission and reception of data packets during real-time DNTcommunication have enabled companies to successfully add DNT,principally IPNT capabilities to existing CTI call centers. Suchimprovements, as described herein and known to the inventor, includemethods for guaranteeing available bandwidth or quality of service (QoS)for a transaction, improved mechanisms for organizing, coding,compressing, and carrying data more efficiently using less bandwidth,and methods and apparatus for intelligently replacing lost data viausing voice supplementation methods and enhanced buffering capabilities.

In typical call centers, DNT is often accomplished via Internetconnection wherein IPNT calls may be placed or received. Call centersmay also be linked to sub-networks, including private networks that arelinked to the Internet. Data packets arrive at the call center afterhaving traveled from node-to-node through the DNT network or networks,and must be sorted and simulated at the call center on a PC/VDU(computer with display), or DN-capable telephone. DNT-capable callcenters are more appropriately termed communication centers in the artbecause of the added scope of media possibilities presented therein.Therefore, the term communication center will be used extensivelyhereinafter when describing a call center.

In systems known to the inventors, incoming IPNT calls are processed androuted within an IPNT-capable call-center in much the same way as COSTcalls are routed in a CTI-enhanced center, using similar or identicalrouting rules, waiting queues, and so on, aside from the fact that thereare two separate networks involved. Call centers having both CTI andIPNT capability utilize LAN-connected agent-stations with each stationhaving a telephony-switch-connected headset or phone, and a PCconnected, in most cases via LAN, to the network carrying the IPNTcalls. Therefore, in most cases, IPNT calls are routed to the agent's PCwhile conventional telephony calls are routed to the agent'sconventional telephone or headset. Typically separate lines andequipment must be implemented for each type of call weather COST orIPNT.

Much has been accomplished with regard to increasing the intelligenceand capability of COST telephony at the network level before callsarrive at a call center. However, no such inroads have been made withregard to DNT telephony at network level. This is in part due to thenature of data-packet networks wherein data travels by varied andvariable routes. Generally speaking, routing within a DNT network isindiscriminate from node to node with only the next destination addressof the next node as a routing guideline for individual packets.

In COST systems known to the inventor, intelligent routing rules havebeen extended into the public network domain principally via theaddition of CTI processing capability at the network level. For example,SCPs may be enhanced with a processor running varied software routinesadapted to increase intelligence in call handling. Intelligentperipherals, statistical servers, transactional servers, and the likegive added control regarding call handling to individual communicationcenters that support complimentary equipment and software.

Of particular notice is the recent implementation of T-server function(known to the inventor) within COST networks allowing the communicationcenter to exert control over standard telephony switches and routersinvolved in routing both incoming and outgoing communication. The CTIprocessor renders the proprietary nature of many of these switches androuters as a non-factor with regards to compatibility with each other.Hence, the implementation renders systems platform-independent. TheseCTI Processors, known to the inventors as T-server functions (largelysoftware) installed in the switch or router-connected processors cancommunicate with each other via a separate digital network that linksthe processors and routers to each other and to similar equipment in thecommunication center. In this way, call identification, destinationverification, importance or priority of the call, and who best todeliver the call to may be decided before the call arrives in the domainof the communication center. Moreover, information about the call andthe calling party may be routed ahead of the actual call so that agent'sare better prepared to handle the call.

As more and more telephony is being practiced over switched-packet datanetworks, it becomes desirable to enhance such networks with addedintelligence so that calls may be routed intelligently in much the sameway as in a COST network. Recent advances in technology have made itpossible to convert COST calls to DNT format and vice versa, however,systems known to the inventor to have this capability are lacking inintelligence on the DNT network side with regards to further routing ofcalls.

What is clearly needed is a method and apparatus that would provide acontrollable intelligence to switches and routers within a DNT networkso that calls originating from either a data-packet network, or a COSTnetwork may be routed intelligently and in a platform-independentfashion according to communication center rules. Such method andapparatus would do much to revolutionize the way that DNT is practicedas well as further aid in seamless integration between COST and DNTnetworks.

SUMMARY OF THE INVENTION

In a preferred embodiment of the present invention an interactive VoiceResponse (IVR) system is provided, comprising a telephone trunk forreceiving connection-oriented, switched telephony (COST) calls from aCOST network; a Data Network Telephony (DNT) port for receiving DNTcalls from a DNT packet network; and control routines adapted forautomated interaction with both COST and DNT callers, includingforwarding information elicited from callers to intelligent peripheralsin either of the COST and DNT networks for further processing.

The DNT network may be the Internet, and the COST network may be apublicly-switched telephony network (PSTN). The data elicited fromcallers in the COST network is transmitted via a data link to a ServiceControl Point (SCP) in the COST network for determining routing ofcalls. Data elicited from callers in the DNT network is transmitted toan SCP-equivalent, CTI-enhanced IP Router for determining routing of DNTcalls.

In another aspect of the invention an integrated telephony network isprovided, comprising a connection-oriented switched telephony (COST)network having network switching apparatus for switching calls fromorigination points to final destinations and service control points(SCPs) for initial processing of calls and determining destinations; adata-network telephony (DNT) network having interconnected multiple IProuters, some of which are connected to and enhanced bycomputer-telephony integration (CTI) servers; a dual ported interactivevoice response (IVR) server having one port connected to the COSTnetwork and one port connected to the DNT network, the IVR capable ofinteracting with and eliciting information from callers from eithernetwork; and a dual-ported translating bridge server connected to boththe COST and the DNT network, the bridge server for translating callprotocol between the COST protocol and the DNT protocol in eitherdirection. Calls received in either network are routed to the IVR foreliciting information from the caller, and then are further routedeither in the receiving network or over the translating bridge unit intoand through the opposite network according to the information elicitedfrom the caller.

In this aspect as well the DNT network may be the Internet, and the COSTnetwork may be a publicly-switched telephony network (PSTN). Informationelicited from callers in the COST network is transmitted via a data linkto a Service Control Point (SCP) in the COST network for determiningrouting of calls, and information elicited from callers in the DNTnetwork is transmitted via the DNT network to an SCP-equivalent,CTI-enhanced IP Router for determining routing of DNT calls.

Methods for practicing the invention in several aspects is taught usingthe apparatus of the invention. In the various embodiments of theinvention taught in enabling detail below an integrated network isprovided for the first time seamlessly providing for network processingand routing of both DNT and COST calls.

BRIEF DESCRIPTION OF THE DRAWING FIGURES

FIG. 1 is an overview of an enhanced communication network andconnections according to an embodiment of the present invention.

FIG. 2 is an overview of the communication network of FIG. 1 accordingto another embodiment of the present invention.

FIG. 3 is an overview of the communication center of FIG. 1 according toyet another embodiment of the present invention.

DESCRIPTION OF THE PREFERRED EMBODIMENTS

According to a preferred embodiment of the present invention, a methodand apparatus is provided for enhancing a DNT network withplatform-independent call-routing intelligence that is controllable fromwithin participating communication centers. Such enhancement is madepossible through the implementation and distribution of an innovativeinstance of firmware and software at key locations within a DNT networkwhereby communication between such described instances and at least onesuch instance installed within a communication center is achieved via aseparate and dedicated digital network. The system described in furtherdetail below allows platform-independent routing of calls over a DNTnetwork according to intelligent communication center rules, emulatingthe intelligence of the well-known COST systems provided by existingtelephone network providers, and as defined above in the Backgroundsection.

FIG. 1 is an overview of an enhanced communication network andconnections according to an embodiment of the present invention. Acommunication network 11 is illustrated and comprises a COST network 13,a DNT network 15, and a communication center 17. COST network 13 may beof the form of the PSTN network, a private telephony network, or anyother type of COST network as may be known in the art. DNT network 15may be of the form of the Internet, an Intranet, a private WAN, or anyother type of switched-packet network over which DNT may be practiced.Communication center 17, for exemplary purposes, is a call center hostedby a commercial enterprise, and the equipment illustrated therein isillustrated as customer-premises equipment (CPE).

A Service Control Point (SCP) 19 is illustrated within COST network 13,and is adapted to receive COST calls represented via a vector 21 fromanywhere in COST network 13. Such SCP functionality is well-known in thetelephony arts. CTI equipment such as a CTI processor running instancesof intelligent routines may be assumed to be present within COST network13 and connected to SCP 19, and much such enhancement is not publicdomain, but proprietary to various organizations. There may be more thanone CTI-enhanced SCP within COST network 13 without departing from thespirit and scope of the present invention. However the inventor choosesto illustrate only one for the purpose of simplifying explanation.

DNT network 15 shows two DNT IP nodes, node 23, and node 25. Such nodesare typically termed IP Routers in the art, and are commerciallysupplied by a number of vendors, such as Ascend Corporation and others.The term “routers” may be confusing in the present specification withoutsome further explanation. The term as applied to IP Routers, such asrouters 23 and 25, refers to relatively “dumb” machines that receive andforward data packets. The term “router” as applied in intelligent COSTnetworks means a switching system capable of applying intelligentrouting rules, typically retrieving and using extensive stored data.Efforts will be made herein to keep the distinction clear.

Nodes 23 and 25 are adapted for receiving and forwarding data packetsfrom any network connected source, and such packets may well be DNTpackets. Such DNT calls are represented via a vector 27 shown incomingto IP node 23. Nodes 23 and 25 represent typical DNT routing nodes inthat they may be of varied proprietorship and varied functionality as aresult. IP nodes of different manufacture are typically capable ofreceiving and routing data packets in a network protocol, but may varywidely in further and enhanced functionality.

A node, as defined herein, may be any sort of IP router that isdedicated to receiving data from input port(s) and routing the data onto other node(s) through out-put port(s). In typical description, suchnodes are often used for simple routing of data. Other types of nodesthat may be present within DNT network 15 include server nodes adaptedto serve requested information, such as an e-mail server or file server.Still other types of nodes may be interactive servers such as are usedin conjunction with Internet chat rooms or the like. For the purpose ofthe present invention, nodes 23 and 25 are data routing nodes. However,in another embodiment, they may be multifunctional nodes.

In a DNT network such as network 15, each connected node has a uniqueaddress that identifies its location in the network. One node may havemore than one address, though typically, this is not the case. Thisunique address is used as a sort of phone number or destination numberfor data packets traveling in the network. On the Internet, theseaddresses are known as IP addresses. IP addresses are not to be confusedwith universal resource locators (URL'S) which may be used to accessspecific served information such as a WEB page stored on a sever node.An IP address specifically locates a machine (node) connected to thenetwork, and may be used to direct data packet traffic from one node toanother.

As is known in the art, data packets are routed through a DNT networkfrom node to node (from IP address to IP address). There may be manynodes along an extended data path wherein data-packets pause for furtherrouting or may be redirected by such as address translation. Such nodepauses, as experienced by traveling data-packets, are often termed“hops” in the art. For example, an IPNT call from a source computer maymake many pauses (or hops) at such nodes before reaching a final IPaddress. In some cases, the final address will be an interactive serverfor linking two participants using a DNT application. In other cases,connection will be made from a source computer to a recipient computer(direct linking).

Referring back now to FIG. 1, nodes 23 and 25 each have a conventionlisting a number of IP addresses to other connected and compatible nodeswithin DNT network 15 for the purpose of mapping routes through thenetwork toward the final destination of a particular data event. Onenode may contain many addresses of compatible nodes and has a limitedability to determine the best map or route to the next node based on,among other criteria, current network conditions including knownbandwidth capability, supplied information within the arriving datapacket, recent additions or upgrades to the network, and so on. Somesystems also employ special software known as Quality-of-Service (QoS)software for prioritizing traffic and reserving bandwidth in some cases.The above described criteria and current art methods for using thiscriteria in data packet routing is well-known in the art. Therefore muchdetail will not be provided except to note that in current routingmethods, multiple data-packets associated with a single event are oftenrouted to the destination via differing nodes along variable paths.

In order to provide special routing intelligence, in the sense ofrouting intelligence as known in COST networks, to IP nodes 23 and 25,innovative data routers termed intelligent data-routing processors(IDRPs) by the inventors are provided and connected in a geographicallydistributive fashion within DNT network 15 and at connectedcommunication centers such as communication center 17. For example, anIDRP 35 is connected to IP node 25 via data link 34, while IP node 23 isconnected to an IDRP 33 via a data link 24. IDRPs 33 and 35 are eachrunning an instance of a CTI application suite known to the inventor asT-server (T-S) 61 and T-S 63 respectively. An IDRP such as IDRP 33, forexample, is adapted to exert control over the functions of IP node 23over the connecting data link. The IDRP monitors all activity of the IPNode (arriving data packets, IP addresses, header information, etc.),and is also adapted to exert control over operations of the connected IProuter. Similar equipment and software (IDRPs/T-S routines) are alsoimplemented within connected communication centers such as center 17,and at gateway locations between separate networks such as at asignaling system 7 (SS7) gateway 57 illustrated between COST network 13and DNT network 15.

An SS7 gateway 57 is connected to an IDRP 31 running an instance of T-S59 via data link 29. IDRP 31 is also connected to SCP 19 within COSTnetwork 13 via a CTI connection 14. In this case, IDRP 31 communicatesboth to gateway 57 and to SCP 19, thus setting it apart from IDRPs 33and 35 in terms of dedicated function. It will be assumed for thepurposes of the present invention that an IDRP connected to a gatewaysuch as gateway 57 will have a stated variance in function by virtue ofthe equipment it is adapted to control and by virtue of T-S routine. Inthis case, T-S 59 will be variant in terms of specific command functionfrom other T-S routines. Hence, T-S routines as a rule, are writtenspecifically for the type of switch/router/gateway that they willcontrol, and not all instances of a T-S are exactly alike. Morespecifically, T-S 59 will be written so as to provide command control toSCP 19 which comprises a network telephone switch, and also to SS7gateway 57 which, in effect, is a digital converter which is adapted toconvert Bellcore protocol signal from COST network 13 into data-packetsand also data-packets from DNT network 15 to Bellcore signal protocol.It is to be understood that the SS7 gateway illustrated is exemplary,and similar gateways may be used translating between COST networks andDNT networks wherein different protocols than those described here areused.

An IDRP 37 illustrated within communication center 17 according to thedistributive architecture as described above, is running separateinstances of T-S software, namely T-S 67 adapted to control a CTI switch39 over a CTI connection, and T-S 65 adapted to control an IP switch 41for, in this case, IPNT traffic. In this arrangement, communicationcenter 17 is adapted to handle both COST and DNT communicationaccounting for the added equipment. It will be apparent to the skilledartisan that elements 37, 67, and 65 may be shown as a single element,as all of the software functions may execute on a single processor.

According to an embodiment of the present invention, a separate digitalnetwork 36 connects all of the IDRPs running instances of T-S softwarein the illustrated system. In this example, connection is illustrated asbeing between separate instances of T-S routine such as between T-S 63,and T-S 61 for illustrative purpose only. In actual practice, the hardconnections are made to various IDRPs via compatible ports installed orprovided therein. Digital network 36 may be a privately owned or leasednetwork and is specifically dedicated to providing a communicative linkbetween each distributed IDRP such as IDRPs 31 and 37.

As an intelligent network, IDRPs on network 36 are provided with all ofthe knowledge regarding DNT network conditions such as available routes,bandwidth availability, IP addressing of similar IDRPs and connectednodes. Other intelligence includes the corporate identification androuting rules generic to participating companies hosting communicationcenters.

In the embodiment illustrated an innovative intelligent peripheral inthe form of a dual-ported IVR 47 is provided and uniquely adapted toreceive and interact with certain calls from both COST network 13 andDNT network 15 for the purpose of interacting with callers from eithernetwork that are destined to connected communication centers such ascenter 17. More specifically, IVR 47 is intended to be a firstcaller-interface or intercept for communication center 17 regardingcallers from both networks. The IVR functions are well-known in COSTnetworks as associated with SCPs for the purpose of providing routing oftoll-free (800, 888) calls. For example, COST calls 21 arriving at SCP19 are routed to IVR 47 over COST trunk 51. DNT calls 27 arriving at IPnode 23 and to requiring IVR are routed to IVR 47 over DNT connection49. Callers from both networks may be given special numbers to call suchas a 1-800 number (COST), or a DNT equivalent such that by using thatnumber, IDRP 31 may recognize the call and route to IVR 47.

IVR 47 is, in this embodiment, dedicated for the purpose of interactionwith callers through known methods such as via voice response, touchtone, or the like. It will be appreciated that IVR 47 may be enhanced tointeract with DNT callers via added function such as typed text,interactive options offered on a WEB form, or other known methods suchas are attributable to data networks and servers. Information obtainedfrom interaction with IVR 47 may include caller ID, call destination,purpose of call, priority of call, and so on. In either instance,additional information obtained through IVR 47 is communicated torespective nodes/switches and can be interpreted via IDRP control. Forexample, interaction data regarding a COST caller resides in SCP 19which is under control of IDRP 31. Interaction regarding a DNT callerresides at an IP node such as node 23 in this instance, which is undercontrol of IDRP 33.

IVR 47, serving both networks, is, in this embodiment, also connected tocommunication network 36, and using this network, may communicate withT-S at other locations in the overall system. It is necessary, forexample, in interacting with COST callers, for the elicited information,or instructions derived therefrom, to be communicated to SCP 19 forrouting purposes. In the case of the DNT network, the equivalentfunctionality may be achieved either by the network 36 or via the packetdata network 15.

Within communication center 17, which, as previously described, canhandle both COST and DNT calls, is illustrated a telephony switch 39adapted to receive COST calls from COST network 13 via a trunkconnection 43. Two agent workstations (there may be many more),workstation 73 and workstation 71 are adapted to include individual COSTtelephones 83, and 81 respectively. Cost phones 83 and 81 are connectedto switch 39 via internal extension wiring 40. Workstations 73 and 71are also adapted to include PC/VDU's 77 and 79 respectively. PC/VDU's 77and 79 are connected to each other via a local-area-network (LAN) 75,and further connected via LAN 75 to an IP switch 41. IP switch 41 isadapted to receive incoming DNT calls from DNT network 15 via DNTconnection 45. A customer information system (CIS) repository 69 isconnected to LAN 75 and is therefore accessible to agents atworkstations 73 and 71. CIS repository 69 contains stored informationregarding callers such as addresses, credit history, productpreferences, purchase history, and so on. Such data along with DNTevents may be displayed on LAN-connected PC/VDU's such as PCJVDU 77 andPC/VDU 79.

IDRP 37 monitors and controls both IP switch 41 (DNT) and telephonyswitch 39 (COST) via T-S 65 and T-S 67 respectively. IDRP 37 is alsoconnected to digital network 36 (connectivity illustrated through T-S).Each instance of T-S (67 and 65) is illustrated as LAN-connected(connections not numbered). In actual practice, T-S routines 67 and 65may reside in IDRP 37 and the hard connections would be from IDRP 37direct to each communications switch (two connections), from IDRP 37 toLAN 75 (one connection), and from IDRP 37 to digital network 36 (oneconnection). Separate or dual connections represented to LAN 75 anddigital network 36 by way of separate instances if T-S are illustrativeonly and merely identifies two specific instances of T-S within IDRP 37.

Data regarding a caller obtained via IVR 47, whether from a DNT call ora COST call, may be sent to communication center 17 ahead of a call withrespect to either network via digital network 36. For example, a commandfrom IDRP 31 to SCP 19 may be to route a COST call, after interactionwith IVR 47, to telephony switch 39 in communication center 17 via COSTconnection 43 while the data regarding the call is routed to IDRP 31,which than passes the data onto LAN 75 and ultimately to an agent'sPC/VDU such as PC/VDU 79. Similarly, a DNT call, after interaction withIVR 47, may be routed from IP node 23 to IP node 25, and then be routedvia DNT connection 45 to IP switch 41. Once at IP switch 41, it may bedistributed via LAN 75 to either PCJVDU, 77 or 79. It should be notedthat now, due to the intelligence added to DNT network 15 via the IDRPs,operates with logical equivalents of SCP 19. All of the routingintelligence and functions available in intelligent COST networks is nowavailable in DNT network 15. In fact, due to the amorphous nature of theDNT network (highly interconnected), many functions can be provided in amore pervasive way than in the equivalent COST system.

Additional functionality by virtue of linked IDRPs running T-S softwareallows intelligent routing to be uniformly controlled across differentplatforms. For example, if node IP 23 is of a differing manufacture thanIP node 25 and under normal conditions some functionality, such a QoSfunctionality, is not available on one of the nodes, it can be providedvia software executing on the IDRP. In this way routing and all otherfunctions become switch-independent. Moreover, with the use of SS7gateway 57, intelligent routing is seamlessly integrated betweennetworks 13 and 15. IVR 47 may, as previously described, obtaininformation through caller interaction from callers of either network toaid routing.

It will be apparent to one with skill in the art that there may be manymore IDRPs, WVRs, SS7 gateways, SCPs, IP nodes, and so on than isillustrated in this embodiment without departing from the spirit andscope of the present invention. The inventor chooses to illustrate aquantitative minimum of equipment and connections for the purpose ofsimplicity in description.

Intelligent routing rules as may be practiced in a communication centersuch as in center 17 may be implemented at the network level within DNT15 as well as COST network 13 by virtue of digital network 36 and IDRPconnections as taught above. In practice, incoming calls from eithernetwork (calls 21 and calls 27) are first processed at IVR 47. Dependingon information obtained through interaction, it is determined how thecalls will be routed. Such determinations are made by connected IDRPsaccording to enterprise rules. For example, if it is determined that aCOST call 21 should be routed into DNT network 15 based on IVRinformation, then IDRP 31 running an instance of T-S 59 would commandSCP 19 to route call 21 through gateway 57 by way of connections 53 and55 into DNT 15. Conversion from Bellcore protocol to IP format isperformed in gateway 57. Once the call arrives at node 25 for example,IDRP 35 running an instance of T-S 63 has received information from IDRP31 that the call should be further routed to IP switch 41 over DNTconnection 45, and on to PC/VDU 79 over LAN 75. In this case,communication center 17 may have a 1-800 number for callers that may belinked to IP switch 41. IVR 47 may verify the destination duringinteraction with the caller.

It should be appreciated as well, that the intelligence injected intoDNT network 15 may have many uses, not the least of which isnetwork-wide QoS. With many routing nodes CTI-enhanced as taught, andsharing traffic data and so on, routing may be done in a network-widefashion instead f node-to-node, and much may be accomplished relative tobandwidth sharing and latency issues.

In another example, a DNT call arrives at IP node 25 with the callerusing a 1-800 equivalent, and is routed on to IVR 47. It may bedetermined that caller 27 needs to be routed through COST network 13 asthe 1-800 equivalent number is to a COST connection such as telephonyswitch 39. IDRP 33 will send a command to node 23 to route the datapackets through gateway 57 into the COST domain. Conversion from datapackets to Bellcore signal is achieved in gateway 57. Once call 27 is atSCP 19, IDRP 31 confirms further routing to telephony switch 39 incommunication center 17. In both cases, data obtained through IVRinteraction may be sent to communication center 17 over digital network36 and on to LAN 75, ultimately appearing on a designated agent'sPCJVDU.

In other instances, COST calls may be kept in COST network 13 and DNTcalls may be kept in DNT network 15. Because of the added intelligenceafforded to IP nodes such as nodes 23 and 25 via connected IDRPs such asIDRPs 31 and 35, data-packets generic to an event may be held up inqueue, caused to travel on one path instead of variable routes, and soon.

Additional intelligence added to digital network 36 may includereal-time data network conditions, knowledge of quality of service (QoS)routes, routines for error routing, statistical-based routing, priorityrouting rules, skill-based routing rules, and so on. Digital network 36may be a very large network comprising thousands of connected IP nodesand associated IDRPs (not every node needs an IDRP), IVRs, and SS7gateways between networks. Digital network 36 may also link manygeographically distant communication centers of varying capability. Forexample, a COST-only or DN-only communication center may be linked todigital network 36 and may practice the present invention as taughtabove.

FIG. 2 is an overview of the communication network of FIG. 1 accordingto another embodiment of the present invention. Communication network11, in this embodiment, is identical in virtually all respects to thecommunication center 11 of FIG. 1 except for an illustratedcommunication center 85 which accepts only COST calls. Therefore,elements of the present invention that have already been introduced withrespect to FIG. 1 will not be re-introduced unless function has beenaltered according to an embodiment of the present invention.

Communication center 85, in this instance, is equipped to handle as onlyCOST calls. Therefore, equipment dedicated to handling DNT calls is notpresent. However, IDRP 37 of FIG. 1 is illustrated, but is onlydedicated to the control of telephony switch 39. LAN 75 of FIG. 1 isalso present here for receiving data ahead of a call as described withreference to FIG. 1. The LAN may also be used in the communicationcenter for scripting to agents, agent training, and numerous othertasks.

In this embodiment, callers from DNT network 15 may be given a DNT 1-800equivalent that is associated with telephony switch 39 of communicationcenter 85. As described with reference to FIG. 1, DNT calls 27 (havingthe number identification) are intercepted via IVR 47 and interactionensues. COST calls 21 are similarly intercepted via IVR 47.

In this case, all DNT calls to communication center 85 must be routedthrough SS7 gateway 57 and into COST network 13. IP node 23 isinstructed via IDRP 33 to route call 27 through gateway 57 where it isconverted to Bellcore signaling (COST standard). While call 27 waits atSCP 19 for further routing instruction, data regarding the call may besent via digital network 36 to IDRP 37 and on to LAN 75. IDRP 31instructs SCP 19 to route call 27 over trunk 43 to telephony switch 39.IDRP 37, in this case, may provide final routing instruction totelephony switch 39 as to which agent will take the call. Call 27 isthen routed to a telephone of that agent such as telephone 83 in agentstation 73. IDRP 37 has before, or at the same time that routinginstructions were given to switch 39, routed WVR data regarding the callto a PC/VDU 87 which is associated with telephone 83, connected to LAN75, and is adapted to display such information.

Destination numbers advertised to DNT callers may be to virtually anydesired destination such as switch 39, SCP 19, a virtual queue (notshown), or other pre-assigned destinations. COST traffic may be routedthrough network 13 in normal fashion, except for an intercept via IVR 47for the purpose of obtaining call-related data. By enhancing DNT network15 with the method and apparatus of the present invention, COSTcommunication center 85 may extend it's customer base to DNT callerswithout necessarily adding DNT equipment.

FIG. 3 is an overview of a communication system according to yet anotherembodiment of the present invention. Communication network 11, in thisembodiment, is identical to the communication network 11 as representedwith respect to FIGS. 2 and 1 except for a linked communication center95 which accepts only DNT calls. Therefore, components of network 11will not be reintroduced unless they have been functionally alteredaccording to an embodiment of the present invention.

Communication center 95, as previously described, accepts only DNTcalls. Therefore, previously described CTI COST telephony equipment suchas was illustrated with respect to the embodiments of FIG. 1 and FIG. 2is logically omitted. In this example, DNT communication center 95 mayaccept calls from both COST network 13 and DNT network 15.

With respect to COST calls arriving from network 13, they must be routedthrough SS7 gateway 57 and into DNT network 15 before being routed tocommunication center 95. By giving COST customers a special 1-800number, calls 21 arrive at SCP 19 and are intercepted via IVR 47 asdescribed in previous embodiments. After interaction with IVR 47, it maybe determined that, for example, call 21 should be routed to IP node 25within DNT network 15.

In this instance, call 21 is routed per instruction from IDRP 31 viatrunk 51 and into gateway 47. Call 21 is then converted to DNT format(data-packets) and proceeds via DNT connection 49 to IP node 25. At 1Pnode 25, IDRP 35 determines that call 21 should be further routed to IPswitch 41 within communication center 95 via DNT connection 45. Dataregarding call 21 as obtained during interaction with IVR 47 may be sentvia digital network 36 to a connected IDRP 66 within center 95 forsubsequent routing to a next-best available agent.

IDRP 66 is different from IDRP 37 of FIGS. 1 and 2 only in that it isadapted solely for handling DNT calls. Similarly, agent stations 97 and99 differ from previously described stations in that they arespecifically equipped for DNT communication and not for COSTcommunication. For example, in workstation 97, a DNT telephone 97 isprovided and adapted for DNT calls. In workstation 99, a DNT telephone93 is similarly provided and adapted for DNT communication.

If it is determined by IDRP 66 to route call 21 to DNT 91, then IVR dataregarding the call would be sent by JDRP 66 to PC/VDU 77 via LAN 75ahead of, or at the time that call 21 is routed to phone 91 and so on.In this example, a DNT only communication center such as center 95 mayincrease it's exposure to include COST callers or customers. DNT network15, now enhanced with routing intelligence, as taught herein and above,may accept all calls 21 from COST network 13 over SS7 gateway 57 whereinthey are converted and further routed as normal DNT communicationevents.

It will be apparent to one with skill in the art that the communicationnetwork of the present invention may comprise many linked communicationcenters having one, or the other, or a mix of communication capabilitywith regards to DNT and COST telephony. The different call centerarchitectures of FIGS. 1, 2, and 3 may all be present and used in asingle overall system in any quantity and mix. This will, in fact,typically be the case. The separate descriptions were only provided toavoid unnecessary complexity in drawings and descriptions.

It will also be apparent to one with skill in the art that the methodsand apparatus of the present invention may be implemented over a largegeographical region such as may be covered by a large DNT network suchas the Internet. Equipment such as described IDRPs and digitalconnections comprising a separate digital network such as network 36 maybe provided for lease, privately owned by one company, or collectivelyowned by several cooperating companies whose communication centers andcorporate locations may be served.

Integrating routing intelligence between traditionally separate networkssuch as, for example, a COST network and the Internet, allows companiesmore options with regards to reaching broader customer bases andequipping individual communication centers for call handling. The spiritand scope of the present invention is limited only by the claims thatfollow.

What is claimed is:
 1. An interactive Voice Response (IVR) servercomprising: a telephone trunk for receiving connection-oriented,switched telephony (COST) calls from a COST network; a Data NetworkTelephony (DNT) port for receiving DNT calls from a DNT packet network;a CTI-enhanced IP Router acting as a Service Control Point (SCP) fordetermining routing of DNT calls; and control routines for automatedinteraction with both COST and DNT callers, including forwardinginformation elicited from callers to intelligent peripherals in eitherof the COST and DNT networks for after processing and routing of bothCOST and DNT calls; characterized in that data elicited from callers inthe DNT network is transmitted via the DNT network to the CTI-enhancedIP Router acting as a SCP for determining routing of DNT calls.
 2. TheIVR server of claim 1 wherein the DNT network is the Internet.
 3. TheIVR server of claim 1 wherein the COST network is a publicly-switchedtelephony network (PSTN).
 4. The IVR server of claim 1 wherein the dataelicited from callers in the COST network is transmitted via a data linkto a Service Control Point (SCP) in the COST network for determiningrouting of calls.
 5. An integrated telephony network, comprising: aconnection-oriented switched telephony (COST) network having networkswitching apparatus for switching calls from origination points to finaldestinations and service control points (SCPs) for initial processing ofcalls and determining destinations; a data-network telephony (DNT)network having interconnected multiple IP routers, some of which areconnected to and enhanced by computer-telephony integration (CTI)servers; a dual-ported interactive voice response (IVR) server havingone port connected to the COST network and one port connected to the DNTnetwork, the IVR interacts with and elicits information from callersfrom either network; and a dual-ported translating bridge serverconnected to both the COST and the DNT network, the bridge server fortranslating call protocol between the COST protocol and the DNT protocolin either direction; wherein calls received in either network are routedto the IVR for eliciting information from the caller, and then arefurther routed either in the receiving network or over the translatingbridge unit into and through the opposite network according to theinformation elicited from the caller.
 6. The integrated network of claim5 wherein the DNT network is the Internet.
 7. The integrated network ofclaim 5 wherein the COST network is a publicly-switched telephonynetwork (PSTN).
 8. The integrated network of claim 5 wherein theinformation elicited from callers in the COST network is transmitted viaa data link to a Service Control Point (SCP) in the COST network fordetermining routing of calls.
 9. The integrated network of claim 5wherein the information elicited from callers in the DNT network istransmitted via the DNT network to an SCP-equivalent, CTI-enhanced IPRouter for determining routing of DNT calls.
 10. The integrated networkof claim 5 wherein the information elicited from callers in the DNTnetwork is transmitted via the DNT network to an SCP-equivalent,CTI-enhanced IP Router for determining routing of DNT calls.
 11. Amethod for routing calls in an integrated network having both aconnection-oriented switched telephony (COST) network and a data networktelephony (DNT) network, comprising steps of: (a) connecting adual-ported interactive voice response (IVR) server adapted to interactwith the protocol of either network to both networks; (b) connecting adual-ported translating bridge unit adapted to bi-directionallytranslate between the two network protocols to each network; (c)providing a service control point (SCP) in the COST network forreceiving and further routing COST calls; (d) providing a SCP in the DNTnetwork by connecting a computer telephony integration (CTI) server toone or more IP routers in the DNT network; and (e) routing callsreceived in either network by connecting callers to the IVR foreliciting information from the caller, and then further routing eitherin the receiving network or over the translating bridge unit into andthrough the opposite network according to the information elicited fromthe caller.
 12. The method of claim 11 wherein the DNT network is theInternet.
 13. The method of claim 11 wherein the COST network is apublicly-switched telephony network (PSTN).
 14. The method of claim 11wherein the information elicited from callers in the COST network istransmitted via a data link to a Service Control Point (SCP) in the COSTnetwork for determining routing of calls.